Chargebacks are a customer (payer) protection tool that allows customers to get their money back for fraudulent charges or purchases that don't live up to standards by submitting a dispute with their card issuer.
A chargeback occurs when a customer challenges a charge on their credit card with their credit card provider.
Card Companies or Financial institutions will then go to Merchant Providers (Global Payments (US/CA)/Ezidebit (AU/NZ)) who will go to the Merchant and require proof of goods and services that have been provided to the customer and the authorization to process against the credit card.
The Ezidebit Risk team will help the Merchant to respond the chargeback, normally the below documentation is needed:
Provide proof the cardholder took part in the transaction, their bank will want to match the details you hold with their cardholder details. This may include but is not limited to:
- Legible payment authority (with card details masked, e.g. 123456******1234)
- Any document that includes the cardholder details, e.g. name, phone, email, address
- Record of previous successful undisputed transactions
If a Merchant receives the chargeback notification from the Ezidebit Risk team, we recommend replying to the Risk team's email and providing the relevant documentation. The email address to contact is firstname.lastname@example.org.
If a Chargeback is initiated, Merchants will need to work with GPI's Chargeback Team. The Chargebacks Team will have and provide information at the time of the dispute.
The Chargeback Team can be reached at 1-800-367-2638, Option 4, then Option 3. They would know what is needed for their specific chargeback and how / what the Merchant can submit.
The Merchant can also dispute Chargebacks in the Disputes section of our self-service portal of Global Merchant Portal (https://reporting.globalpay.com/). The Merchant can sign up for a user to this portal, and then add their account with their Merchant ID + either their bank account or Federal Tax ID.